Head of Retail Service

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The British Heart Foundation (BHF) is the leading cardiovascular research charity in the UK, funding around £100 million of life saving research each year - with the Retail directorate contributing nearly £30 million towards this annually.

We are looking for a dynamic, innovative, Head of Retail Service to join our team in supporting our funding of life saving research. You will develop and deliver the Retail service proposition across BHF Retail, driving customer and donor satisfaction.

As Head of Retail Service, you'll be responsible for fostering a culture of service across the Retail directorate as well as implementing strategies aligned with our values to enhance the overall customer experience, both internal colleagues and external stakeholders (customers & donors).

You'll lead a small team and work with the wider Retail leadership team to ensure to continually develop and improve the retail service proposition that we deliver. This role will involve collaboration with stakeholders across the business, within Retail and the wider BHF.

Using data led insight, you'll analyse processes and feedback to identify trends and highlight areas for improvement and opportunities for innovation to stay ahead of the curve and find ways to surprise and delight our customer.

This role will also involve contract negotiation and management and oversee the procurement spend on services to ensure projects are delivered within budgets.

Working arrangements

This is a blended role, where your work will be dual located between your home and either our London head office or our Northampton office. There will be some travel to stores and our Customer Service Centre in Birmingham required.

The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you must be prepared to work in a flexible way to unlock your best work for our cause. Most of our colleagues on blended contracts can expect to spend some time in their office each week, on average.

About you

The ideal candidate will have extensive experience in Retail Service with a focus on both internal and external stakeholders. A strategic thinker you'll have a focus on long-term service excellence and a passion for delivering outstanding service experiences for both employees and customers.

You'll be familiar with customer service tools and software used in retail, such as POS systems, CRM software, and communications platforms and will have working knowledge of consumer rights legislation, trading standards and data protection requirements.

To be successful in this role, you will have:

• a project management qualification or extensive experience
• a track record of leading teams and managing a portfolio of projects and work streams to deadline and within budget
• working knowledge of Retail operations and customer experience management
• knowledge of Gift Aid
• excellent communication skills, both verbal and written
• the ability to build effective relationships across the business and strong influencing skills
• excellent attention to detail
• an analytical mind, able to interpret data
• the ability to work under pressure and navigate challenging situations with diplomacy and professionalism

If you are passionate about delivering outstanding service and want to make a difference, we would love to hear from you.

About us

We value and respect every individual's unique contribution, celebrate diversity, and make inclusion part of what we do every day.

Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.
Benefits
To find out more about the benefits available at the BHF please download our benefits document at the bottom of our advert page.

Interview process

Interviews will be held shortly after the closing date. If you are shortlisted, the Recruitment team will be in touch to confirm interview details with you.

How to apply

It's quick and easy to apply for a role at the BHF. Just click on the apply button below. All you'll need is an up to date CV and a supporting statement, outlining your interest in the role and how you meet the role's criteria.

As part of our commitment to be an inclusive employer, and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.

Should you need any adjustments to the recruitment process, at either application or interview, please contact us.

Excited by the role, but not sure you tick every box? You may need a little more help balancing your work and home life, so please feel free to explore the flexibility you may need with us at the application or interview stage.